How to relate RITM to RITM (Not Parent - Child relationship)
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎10-07-2022 06:15 AM
Our client wants to relate RITM to RITM. I know there is an existing Parent to Child relationship but when you relate a child RITM to a parent RITM, you cannot see the relationship under the child RITM. Client wants to see both related tickets. For example, I relate RITM000002 to RITM000001, when I go to RITM000002 I can also see that it is related to RITM000001. Thank you in advance.
- Labels:
-
Incident Management
-
Service Catalog
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎10-07-2022 06:20 AM
What's the logic/use case for relating them?
Also, is someone going to manually link the records?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎10-07-2022 06:44 AM
Hi Mike,
Thank you for your response.
Use case is, there are RITMs that might be related to each other. Clients and users are not familiar with the Parent->Child relationship and they just want to see ticket relationships. All record relationship are to be linked manually.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎10-07-2022 07:37 AM
Paolo2,
Why would you manually create the relationship? Think about the level of effort to manually link them. What is the end goal? What are they actually trying to achieve? What problem do they want to solve? What makes these RITMs related if they are not under the same REQ?
Rick
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎10-07-2022 07:56 AM - edited ‎10-07-2022 07:56 AM
Our instance does not use the OOTB of Service Request. REQ tickets are not being monitored but only RITMs. That is why RITM needs to be related to another RITM.
